The Role

The Director or Senior Director of Operations will own day-to-day execution across Karoo’s markets and lead the development and scaling of the tools, systems, and processes that enable reliable, high-quality care delivery.

This role is responsible for ensuring that what we design—clinically, operationally, and technologically—actually works in the real world. The ideal candidate is a hands-on operator who thrives in early-stage environments, balances urgency with structure, and builds systems that scale.

This role is critical to making Karoo’s care model real, reliable, and repeatable. You’ll ensure that patients receive high-quality care, providers experience operational ease, and the company can scale. Your work will directly impact outcomes, growth, and the sustainability of our value-based model.

What You'll Do

Market Operations & Execution

• Own daily operational performance across active markets, ensuring smooth care delivery, provider satisfaction, and patient experience.
• Serve as the primary operational escalation point for market-level issues, quickly diagnosing root causes and driving resolution.
• Partner with Market Ops Managers to ensure consistent execution while allowing for thoughtful local variation.
• Support market launches by coordinating operational readiness across clinical, staffing, workflows, and tooling.

Operational Systems & Tooling

• Lead the design, implementation, and continuous improvement of the operational tools and systems that support care delivery (e.g., workflow management, care team tooling, reporting infrastructure).
• Partner closely with Product and Clinical Operations to translate real-world operational needs into scalable technical solutions.
• Ensure systems are intuitive for frontline teams and reduce administrative burden rather than adding complexity.
• Identify gaps in tooling or process and prioritize fixes that improve reliability, efficiency, and scalability.

Process Design & Scalability

• Build and maintain core operational processes, SOPs, and playbooks that enable consistent execution across markets.
• Standardize where possible while preserving flexibility needed for early-stage iteration and market-specific requirements.
• Continuously evaluate processes for efficiency, clarity, and scalability as patient volume and market count grow.
• Drive process improvement initiatives using data, frontline feedback, and performance metrics.

Cross-Functional Coordination

• Act as the connective tissue between Clinical Operations, Product, Market Ops, and central Operations teams.
• Ensure alignment between clinical models, operational workflows, and system capabilities.
• Translate strategic priorities into clear operational plans and timelines.
• Provide structured feedback loops to leadership on what is working, what is breaking, and what needs investment.

Performance Management & Metrics

• Define and monitor operational KPIs tied to care delivery, capacity, responsiveness, and market performance.
• Use data to proactively identify risks, capacity constraints, and execution gaps.
• Partner with Analytics to ensure operational reporting supports decision-making at both market and leadership levels.

Team Leadership

• Build, lead, and develop a high-performing operations team, including Market Ops Managers and centralized ops roles.
• Support hiring, onboarding, training, and performance management for operations staff.
• Foster a culture of accountability, ownership, and continuous improvement.

What We're Looking For

• 6-8+ years of experience in healthcare operations, ideally digital health or value-based care environments.
• Proven experience owning day-to-day execution across multiple markets or programs.
• Strong systems thinker with hands-on experience building processes and operational tooling.
• Comfortable operating in ambiguity and prioritizing ruthlessly in a fast-moving startup environment.
• Collaborative leader who works effectively across clinical, product, and technical teams.
• Data-driven, detail-oriented, and biased toward action.

Why Join Us

• Competitive salary and equity
• Fully-remote work environment available
• Full benefits package
• A collaborative and transparent company culture that values creativity and ownership